Creating a GoTo Node

The following describes the basics of setting up GoTo nodes within a bespoke IVR. This type of node is used to redirect calls to any other node within the current IVR, or to the start of a separate IVR owned by the same customer.

If any single call is redirected via GoTo nodes multiple times, each of its subsequent redirects will incur a short delay to avoid that call adversely impacting the performance of the system.

When using this type of node, care should be taken to avoid sending calls into an unending loop, preventing them from being resolved and forcing the caller to hang up.

Implementation

  1. If the intended IVR service has not already been created, do this now.
  1. Access the configuration page for the intended IVR.
    1. Access the list of services for the intended customer.

      1. Access the details page for the intended customer.

        1. Type the customer’s name into the search field at the top of any page.
        2. Click the intended customer in the search results. This opens the Customer Details page.
      1. Select the Services tab.
    1. Locate the intended IVR service and click its Configure link. This will open a new page.
  1. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.
  1. Click the Config link for the path where you want your node to occur.
  2. Use the option on the right-hand side of the page to change the node type to GoTo.
  3. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
  4. Give the node a suitable Name.
  5. Choose a suitable price list for the node, if different to the default one for this service.
  1. Scroll down to the Go To Where? section. Use it to specify whether to redirect to a node within the current IVR, or the start of a separate IVR.

    In the list of available nodes, select the one you intend to redirect the call to.

    1. Tick the Show All of My Services check box.
    2. Click Save Settings at the bottom of the page to refresh the list.
    3. Locate and select the name of the other IVR within the list.
  1. Click Save Settings to confirm and apply your choices.

If at any time the destination of a GoTo node is moved or deleted, the GoTo node will turn red and become non-functional. You will need to pick a new destination to ensure the node works as intended.